ongestructureerde informatie efficienter beheren en integreren - sap

Ongestructureerde informatie efficienter

beheren en integreren

Richard Verbeek, Principal Solution Consultant

© 2012 SAP AG. All rights reserved. 2

ECM Solutions Becoming an Integral

Part of Core Business Processes


How many ECM solutions does your organization have?

Source: Forrester October 2009 Global ECM Online Survey


Content locked in siloed, fragmented content management applications

Inefficient paper-based processes

Content not retained for legally required duration, or kept too long

Increased regulation requiring auditable content lifecycle records

Reduced business process efficiency

Increased legal and compliance risk

Inability to find needed

information amongst

growing volume of content

The Challenges faced with Unmanaged Content


The value of organizational

content is greatly

when its not managed in the

context of the transaction it

supports. The benefit of

Enterprise Content

Management is delivering the

to the

in the

Weaving Content into Business Processes


Best Practices for ECM in SAP

within your

organization can no

longer be left as an

. It is critical

part of running a

successful business.


OpenText Suite for SAP® Solutions

7

SAP User NON SAP/ECM User

Employee File

Management

Automate

HR File

administration

and enable self

service

scenarios

Invoice

Management

and OCR

Minimize data

capture effort

and human

intervention.

Streamline

accounts

payable

processes

Digital Asset

Management

Optimized

management of

rich media

assets

Integrate media

into marketing

communi-

cations

Document

Presentment

Automate

document

generation and

perso-nalization

(e.g. billing

statements)

Streamserve

Extended ECM

Best of Breed

ECM with unique

SAP Integration

Business

Workspaces,

flexible Uis,

Enterprise

Records

Management

Archiving Secure, compliant, cost-efficient storage of information, imaging and archiving

Document Access 360 degree information access

Travel

Receipts

Management

Automate receipt

handling and

streamline

expense

management

process

Operations

HR

Finance

Purchasing

IT

R&D

Sales/ Services

Portal Site

Management

Powerful Intranet-/

Extranet authoring

and publishing

embedded into SAP

NetWeaver Portal

and Enterprise

Workspaces

Portal Content

Management

Document

Management and

Collaboration

embedded into SAP

NetWeaver Portal

and Enterprise

Workspaces


Key Benefits:

• Improve Business Process Efficiency by Connecting Content to Process

• Improve Regulatory Compliance by Managing Content Through Its Lifecycle

Document Management

Collaboration

Capture

Workflow

Content Access

Records Management

Archiving

Deep connection with SAP Data

structures

Seamless integration with

various SAP UIs

Workspaces developed to

natively extend SAP processes

with ECM

Project Management

Quality Management

Investigative Case Management

Enterprise Asset Management

Store Lifecycle Management

Fraud Prevention Management

And Many Others!

SAP Extended ECM by Open Text

ECM

Business

Suite

+

Complete Content

Lifecycle Management

Deep Integration with

SAP

Unique Capability to

‘Content Enrich’ SAP

Business Processes

=


Non-SAP User

Providing Accessibility to Beyond SAP

SAP User

SAP

Related Content

Non-SAP

Related Content


Building ECM Solutions on the SAP Business

Model

10

Assets &

Plants

EQUI, FLOC

Workspace

Customers

Customer

Workspace

Supplier

Supplier, PO

Workspace

Projects

Project

Workspace

Products

Product

Workspace

Materials

Material

Workspace

SAP MM

SAP FI, SRM

SAP PS

SAP SD, CRM

SAP PLM, QM

SAP PM


Purchase

Requisition

Vendor

Purchase

Order

Material

Request for

Quotations Sales Order

Extended ECM for Procurement Content Management for key process areas

11

Purchasing

Contract

Extended ECM provides Content Workspaces for key

SAP Business Objects:

Project

(Tender, Sourcing,

RFP)

Shopping Cart

(SRM)

Develop Sourcing

Strategies

Select Suppliers and

manage Contracts

Order Materials

and Services

Appraise and

develop Suppliers

Procurement


Purchasing Contract Workspace in SAP

12


Purchasing Contract Workspace (Web UI)

13

Contract Data

from SAP

Contract File based on a

centrally managed

Template

Contract Type

Roles and

Responsibilities for

this Contract Check List for Contract

Management

Contract Partner

(Vendor)

Contract Phases

Contract Matter

(Material)


Purchase Order Workspace in SAP SRM

14

Workspace in SAP SRM

User Interface


Customer Workspace in Extended ECM UI

15

Standardized folder

structure

Transparency of

new or changed

content

Content Filter for

quickly finding the

relevant information

Customer data from

SAP SD oder CRM

Related Project,

Contract, Order

Workspaces

Roles and

Responsibilities


Where do customers see value?

Integrated management of procurement data

and documents

Effective collaboration and process

transparency for SAP and non-SAP user

Content lifecycle control for documents

and contracts

Central management of vendor

correspondence

Extended ECM for Procurement


Building ECM Solutions on the SAP Business

Model

17

Assets &

Plants

EQUI, FLOC

Workspace

Customers

Customer

Workspace

Supplier

Supplier, PO

Workspace

Projects

Project

Workspace

Products

Product

Workspace

Materials

Material

Workspace

SAP MM

SAP FI, SRM

SAP PS

SAP SD, CRM

SAP PLM, QM

SAP PM


Purchase Order

Supplier

Project

Extended ECM for Customer Management Content Management for key process areas

Marketing Sales Customer

Service

Revenue

Accounting

Customer Relationship Management

Extended ECM provides Content Workspaces for key

SAP Business Objects:

Customer

Sales Order

Sales Quotation

Sales Inquiry

Business Partner

Customer

Contract

Campaign

(CRM)

Opportunity

(CRM)


Customer Workspace in SAP CRM

19

Business Workspace Tab

in CRM interface

Fulltext +

metadata search

Powerful means to filter for

relevant documents


Business Partner Workspace in SAP IC

20

Extended ECM Workspace

for Account Jane Butterfield

in IC interface

Can contain documents

from CRM, ERP or from

outside SAP


Extended ECM Success Story – Viega

21

Industry: Manufacturing

Business Challenges

Disconnect between ERP, CRM and DMS

Manual changes / updates

Barriers between core process and

collaboration scenarios

Business Benefits

360°access to customer information

Integration of content with business processes, increases

productivity, creates transparency and innovation

Automated data synchronization between SAP CRM, ERP

and OpenText enables process improvement and data

consistency

“Business processes are

nothing without information

and documents. These are

created and managed not

only within SAP, … , but

also with other systems

such as E-mail or Microsoft

Office for example,” says

Michael Nippel, Director of

IT strategy at Viega


Where do customers see value?

360 degree view on customer information

for sales, marketing and customer service

Integrated access to ERP and CRM data and

high-speed document lookups

Central content repository with

lifecycle management

Guided creation of standardized

documents based on templates

Extended ECM for CRM


OpenText Suite for SAP® Solutions

23

SAP User NON SAP/ECM User

Employee File

Management

Automate

HR File

administration

and enable self

service

scenarios

Invoice

Management

and OCR

Minimize data

capture effort

and human

intervention.

Streamline

accounts

payable

processes

Digital Asset

Management

Optimized

management of

rich media

assets

Integrate media

into marketing

communi-

cations

Document

Presentment

Automate

document

generation and

perso-nalization

(e.g. billing

statements)

Streamserve

Extended ECM

Best of Breed

ECM with unique

SAP Integration

Business

Workspaces,

flexible Uis,

Enterprise

Records

Management

Archiving Secure, compliant, cost-efficient storage of information, imaging and archiving

Document Access 360 degree information access

Travel

Receipts

Management

Automate receipt

handling and

streamline

expense

management

process

Operations

HR

Finance

Purchasing

IT

R&D

Sales/ Services

Portal Site

Management

Powerful Intranet-/

Extranet authoring

and publishing

embedded into SAP

NetWeaver Portal

and Enterprise

Workspaces

Portal Content

Management

Document

Management and

Collaboration

embedded into SAP

NetWeaver Portal

and Enterprise

Workspaces


Challenge to communicate effectively with customers in a

differentiated, consistent, cost-effective manner

Result: High costs, poor customer service, lost sales, and lost customers

Family

Special needs Student

Call Center

@

Internet

Shops / Branch

Mail (Paper)

@

Text Message

Challenge: Can’t

market effective,

differentiated offers to

customers through

existing channels

Challenge: Get confused and annoyed due to multiple

mailings, inconsistent information and offers through

different channels. Encouraged to consider other

service providers.

Bills

STATEMENT

Correspondence

@

CIO

Challenge: Can’t consolidate all statements on

one document and add targeted offers.

Can’t ensure consistent information through all

channels @

Head of

Sales/M

arketing COO

Contracts

Challenge: Must cut

postage and printing

costs while optimizing

printing constraints


Document Process Automation

With little or no change to existing systems, SAP

Document Presentment consolidates data from

business systems into smarter, more cost-effective

internal and external communications

Improve reliability and accuracy through

document automation

Reduce time and cost of critical business processes

Communicate proactively with all process constituents

Secure compliance

Document Process

Automation

Improve customer,

partner and supplier

relations by

streamlining

document-intensive

business processes


SAP Document Presentment:

Optimizing Document Communication

Improve customer experience: customized, proactive

Improve operational efficiencies: automate document process in real-time

Automated and Integrated

Personalized Targeted

Communications Document

Generation

Document

Distribution

Document

Consolidation

Document

Composition

Archiving


Server-based business process orchestration and customer communications solution

Supports the generation of personalized documents

Enables Communications from multiple enterprise applications to multiple channels

(print, portal, email, fax, archive, mobile etc…)

Automation of ERP and industry-specific processes that rely on document

communication e.g. invoices, statements, shipping documents, order confirmations, letters,

checks, labels… – business critical for all document processes

SAP Document Presentment by OpenText

Business line

Marketing

IT

Customer Service

Legal

Key features:

Scalable to support distributed or centralized document processing to the highest volumes

Enables event-driven, electronic communication

Flexible integration of archives and internal or external print-shops

Extensive language support

Best-in-class SAP integration

Quick realization of benefits: implemented in weeks not months


Document Composition

Targeted customer

service notice based on

customer profile

Bar codes for document

automation

Dynamic branding based

on business unit

Clear presentation using

historical comparisons

and graphs

Personalized marketing

messages with hyperlink

Educate and inform

customer: additional

information in context

OMR codes for optimized

enveloping and mailing


Produce and deliver customized documents exactly when and where you need them

Leveraging CRM

and back office

information

Multiple languages,

any channel, any

format

Any document type

formatted to customer

requirements

Enterprise Document Presentment


Business User Enablement Create and manage targeted messages and correspondence

Easily integrated into an

SAP screen e.g. SAP CRM

Maintain content

in real-time

SAP data for rules and

personalization

“ The solution is pretty easy for a business-oriented person to use.

”


Reduced spending through centralized

document control, full integration with SAP-supported

business processes

Estimated savings of about $2M per year by

controlling the flow and delivery of documents

SAP Document Presentment enabled a 60

percent printing cost reduction in less than

one year

Using SAP DP to integrate acquired utility companies and

merge branding while not touching upstream ERP systems

Customers are saying…


Questions?

Richard Verbeek

[email protected]

LinkedIn Group Extended ECM:

http://www.linkedin.com/groups?home=&gid=3874677

http://www.linkedin.com/groups?home=&gid=3874677

http://www.linkedin.com/groups?home=&gid=3874677&trk=anet_ug_hm

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